abhishreshthaa
Abhijeet S
Handling Employee Behaviors
a) When the employee becomes defensive or makes excuses:
Listen to what the employee has to say and paraphrase back.
Remain neutral.
Maintain eye-contact.
Try to determine the cause:
"Tell me more." "How did you reach that conclusion?"
Ask how the employee will resolve the problem.
b) When the employee becomes angry:
Stay calm and centered. Maintain eye-contact.
Listen to what the employee has to say and paraphrase back.
Let the employee "run down for as long as he/she needs until the employee can listen to you.
Avoid arguments.
Bring discussion and focus back to performance and standards.
Say the employee's name, and ask open-ended questions.
c) When the employee is unresponsive or withdraws:
Be patient and friendly.
Show concern.
Stay silent, and wait for the employee to say something.
Ask open-ended questions.
Note that the employee is unresponsive.
Encourage the employee that you want to hear his/her input, and this input is important to you.
a) When the employee becomes defensive or makes excuses:
Listen to what the employee has to say and paraphrase back.
Remain neutral.
Maintain eye-contact.
Try to determine the cause:
"Tell me more." "How did you reach that conclusion?"
Ask how the employee will resolve the problem.
b) When the employee becomes angry:
Stay calm and centered. Maintain eye-contact.
Listen to what the employee has to say and paraphrase back.
Let the employee "run down for as long as he/she needs until the employee can listen to you.
Avoid arguments.
Bring discussion and focus back to performance and standards.
Say the employee's name, and ask open-ended questions.
c) When the employee is unresponsive or withdraws:
Be patient and friendly.
Show concern.
Stay silent, and wait for the employee to say something.
Ask open-ended questions.
Note that the employee is unresponsive.
Encourage the employee that you want to hear his/her input, and this input is important to you.